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‘India calling to the far away towns’: the call centre labour process and globalization
Abstract
In recent years prominent companies have migrated call centre services to India provoking much-publicized fears for the future of UK employment. This article challenges the widely-held assumption that offshoring voice services is a seamless undertaking, principally through an investigation of the Indian call centre labour process. This enquiry is informed initially by an analysis of the political-economic factors driving offshoring and shaping the forms of work organization to have emerged in India. A critical review of literature on call centre work organization provides a conceptual framework, through which Indian developments are analysed. Data comes from fieldwork conducted in India and a complete audit of the Scottish industry, through which UK trends can be evaluated. We conclude that the Indian industry reproduces in exaggerated and culturally-distinctive forms, a labour process that has proved problematical for employers and employees alike in the UK and elsewhere.
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Citations
Cites
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Bain, P., & Taylor, P. (2000) · New Technology, Work and Employment · doi:10.1111/1468-005x.00061 · Cited by 546
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Cited by
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Rani, U., & Furrer, M. (2021) · Competition & Change · doi:10.1177/1024529420905187 · Cited by 306
Pope, C., Halford, S., Turnbull, J., Prichard, J., Calestani, M., & May, C. (2013) · BMC Health Services Research · doi:10.1186/1472-6963-13-111 · Cited by 101
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Anwar, M. A., & Graham, M. (2020) · Review of African Political Economy · doi:10.1080/03056244.2020.1728243 · Cited by 94
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Gupta, M., Ganguli, S., & Ponnam, A. (2015) · The Qualitative Report · doi:10.46743/1052-0147.2126 · Cited by 33
Metadata
- Authors
- Taylor, P., & Bain, P.
- Venue
- Work, Employment and Society
- Publisher
- SAGE Publications
- Published
- 2005-06
- Volume
- 19
- Issue
- 2
- Pages
- 261-282
- ISSN
- 0950-0170 (ISSN-L)
- 1469-8722
- OpenAlex
- W2159658175
- Cited by
- 318
- References
- 1
- FWCI
- 32.19
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
